When energy systems don’t work for all, what does effective support look like?

National Energy Action has published a new report examining what effective energy support looks like when systems do not work for everyone. Building on our previous research into the experiences of Gypsy, Traveller, Roma and Nomadic communities, this report shows how exclusion from energy systems is not inevitable—but often the result of systems designed around assumptions of literacy, digital access and trust in formal institutions. It demonstrates how standard approaches to billing, communication and enforcement can unintentionally create harm when these assumptions do not hold. 

Drawing on work across three Traveller sites in East Riding, National Energy Action worked with residents, the local authority and E.ON Next to deliver a flexible, trust-based model of support tailored to people’s lived realities. Through intensive face-to-face and verbal support, 43 households were helped to resolve complex energy issues, including clearing over £112,000 of historic debt, while building trust and enabling more sustainable energy use. 

The report shows that technical solutions alone are not enough. Effective support depends on trust, accessible communication, strong partnerships and the capacity to adapt delivery to meet people where they are. It demonstrates that when systems are designed around people rather than processes, they can reduce harm, rebuild trust and deliver lasting change—providing a clear model for how energy support can work for everyone. 

Read the full report.